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University of Rochester Technology Support Specialist - 231582 in Rochester, New York

Technology Support Specialist Job ID 231582

Location School of Medicine & Dentistry Full/Part Time Full-Time Favorite Job Regular/Temporary Regular Opening

Full Time 40 hours Grade 077 Institute for Innovative Educ

Schedule

7 AM-4 PM

Responsibilities

POSITION SUMMARY STATEMENT:

With general direction and latitude for independent judgment, the Technology Support Specialist (TSS) collaborates with faculty and staff to provide a high-level of customer service by acting as primary point of contact for end-users in resolving device-related OS, and connectivity or application issues. The successful TSS is well-organized, proficient in technology and computers, and an aptitude for teaching.

As a TSS, you are responsible for providing exceptional technology on-site support in an educational setting, including but not limited to, installing, diagnosing, repairing, maintaining, and upgrading both hardware and software.

You are attentive to detail and dependable, have an interest in delivering high quality services to a diverse customer base. You possess good communication, interpersonal, organizational, and problem resolution skills. You are self-motivated, able to follow current policies and procedures, able to work both independently and collaboratively to ensure smooth day-to-day operation of services.

This position will often have non-standard hours, including early mornings, late nights, and weekends.

DUTIES AND RESPONSIBILITIES:

  1. Provide first and second level technical support for large customer base and departmental staff whose business functions rely primarily on digital technologies. (25%)
  • Assess, interpret, and analyze customer technical needs or problems received from email, customer interaction, Helpdesk tickets, Slack, EMS, or Spiceworks.

  • Handle in-coming help requests from end users in a timely and courteous manner.

  • Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced staff.

  • Train users to work with new computer hardware or software, such as VPN, Zoom, Poll everywhere, and MS Teams.

  • Provide other team members and managers with weekly updates about our computing environment.

  • Maintain historical records by documenting hardware, software, and computer equipment inventory changes.

  • Maintain client confidence and protect operations by keeping information confidential.

    1. Provide technical support and expertise to IIE staff. (20%)
  • Provide technical in-person and remote support for all IIE staff.

  • Respond to phone and email requests for help.

  • Help users remotely and in person.

  • Reimage new/replacement hardware and instruct staff.

  • Consult staff on their technical needs and suggest cost effective solutions.

  • Provide analysis, troubleshooting, design, and implementation support.

  • Order, receive, and install new equipment.

  • Research and learn new technology.

    1. Responsible for ensuring IIE’s technical infrastructure is in working order. (20%)
  • Anticipate potential issues.

  • Monitor and remediate infrastructure server security issues via Tenable Reporting.

  • Coordinate with Facilities, Information Systems Division, and Information Technology Systems to meet staff and customer needs.

  • Maintain relevant hardware, software, licensing agreements, and other technology inventory.

    1. Serve as primary in-person support for high stakes, computer-based medical student assessments. (15%)
  • Provide technical in-person support for the Medical School computer-based student examinations.

  • Maintain and update all Medical School computer equipment, and peripherals

  • Assist Institute for Innovative Education (IIE) IT team and other internal groups (OCA) for anticipated technical gaps.

  • Participate in creating work arounds, and new and sustainable solutions.

  • Instruct both teaching staff and students how to use technology-based learning tools.

    1. Participate in professional activities. (10%)
  • Actively participate in IT and IIE staff meetings.

  • Serve on appropriate committees or groups, as needed.

  • Utilize enhanced learning opportunities – RRLC Treehouse.

  • Maintain expertise in current desktop and network technologies, as well as wide range of systems, applications, and customized needs in support of education, research, and Medical Center initiatives.

    1. Provide software and database management support, including envisioning, and developing databases for new and existing departmental processes. (10%)
  • Recommend software for new IIE processes when needed.

  • Software support includes, but is not limited to, CME Tracker, Microsoft Office, EMS Campus, Constant Contact, Windows, OSX, and mobile platforms.

This document describes typical duties and responsibilities and it not intended to limit management from assigning other work, either within this service area or another, as required.

PERSONAL ATTRIBUTES:

  • Ability to absorb and retain information quickly.

  • Ability to present ideas in user-friendly language.

  • Highly self-motivated and directed.

  • Proven analytical and problem-solving abilities.

  • Ability for record keeping and documenting hardware and software changes.

  • Experience working in a team-oriented, collaborative environment.

  • Embrace continuous learning as essential to personal and organizational success.

  • Effectively manage time and multiple projects in a complex environment with a positive and creative attitude.

  • Pay close attention to detail, meet inflexible deadlines, remain calm during difficult situations, work under pressure, and work with frequent interruptions.

    SUPERVISION AND MANAGEMENT:

    This position reports to:

    IIE Senior Level Analyst Programmer

    QUALIFICATIONS:

Minimum Acceptable Qualifications:

  • Associate's degree in related technical discipline, electronics, or related subject plus 2-3 years relevant experience.

  • Strong problem-solving abilities.

  • Extensive knowledge of current PC operating systems.

  • Working knowledge of Apple iOS, OS X, and Android devices.

  • Working knowledge of Windows based servers.

  • Working knowledge of MS Active Directory and SCCM.

  • Working knowledge of LAN/WAN technologies.

  • Understanding of SQL, and PowerShell scripting.

Preferred:

Apple iOS Certified Technician or other Windows based certifications. Basic understanding of various coding languages, such as HTML.

Professional certification:

No requirements.

Other:

Weekend, early morning, and evening hours may be required.

PHYSICAL REQUIREMENTS:

  • Lifting and transporting of moderately heavy objects, such as computers and peripherals.

  • The employee is frequently required to walk, sit, use hands to finger, handle, or feel objects, tools, or controls, reach with hands and arms, climb or balance, stoop, kneel, crouch, or crawl, talk, and hear.

  • Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and the ability to adjust focus.

OTHER REQUIREMENTS:

  • Carry a cell phone.

  • May be subject to call-in or required to work evenings, early mornings, weekends, or holidays to meet deadlines or solve specific, critical problems.

    A complete Task Analysis for this position is on file in the department. It should be reviewed as part of the interview process.

    How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled

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